Customer Success Manager

2 weeks ago

Toronto ON, Canada Enable International Full time

At Enable, we believe rebates are the best way for companies within the supply chain to create, maintain and grow their trading relationships. At Enable, we’re creating a healthy, vibrant supply chain ecosystem where partner collaboration drives the best products, services and values to customers.
And the market agrees with us. Our more than 500 Enablees serve the global supply chain from the UK, US, Canada and Australia, and we have goals of continued international expansion.
As one of our exceptional Enablees, you'll play a pivotal role in shaping the future of rebate management. Join us in a dynamic work environment teeming with opportunities, where your efforts will not only establish our platform as the world's leading rebate management software but also help us revolutionize the entire supply chain experience.
As a Customer Success Manager, you will work closely with our customers to help them reach their goals and realize maximum value from Enable. In this position, you will lead and manage a team of Implementation Analysts. You will demonstrate dedication and proactivity to the development of your own Customer Success sub-team. You will work with customers of all sizes from SMB and Mid-market segments of the Enable portfolio to large Enterprise and Strategic corporations, successfully onboarding them and completing feature implementation projects. Working closely with your sub-team, you will be driving your customers through the Enable Customer Journey, from the early Onboarding stages to being fully adopted. Expertly present to customer stakeholders from end users to C-level executives.
Motivate and lead by example, coaching your Implementation team towards delivering best-in-class service levels.
Provides clear guidance to direct reports on performance improvements and progress development.
Proactively contribute to the Customer Success department achieving their Quarterly Business Goals.
Actively engage with the wider Customer Success team so you can get to know your peers and learn from their experience.
Familiarise yourself with recruitment processes, contribute to first and second rounds of Implementation Analyst interviews.
Shadow internal and customer calls to supplement the remote onboarding programme with actual, real-world conversations.
Start structuring your 1:1 and management routine with your own Customer Success sub-team.
Taking the lead in Implementation Analyst recruitment
Helpdesk triage and support;
Customer training and onboarding;
Lead first and second stage interviews of Implementation Analysts.
Identify and own new projects and initiatives to best support our team and our customers
Work closely with team members and other departments to continually improve our offering, can speak to data trends and improve customer offerings and/or processes accordingly.
Proven Customer Success management background with a minimum of 4 years experience in the SaaS industry working with customers of all sizes.
Track record of high achievement in your current Customer Success role, including positive expansion and retention metrics.
Experience managing a team of individual contributors
Natural rapport builder and effective communicator with a passion for driving positive changes and providing first class service delivery to customers.
A leader who helps to build and foster a strong and supportive team culture.
Great prioritization skills to work through internal projects and act as an escalation point for team and customer concerns.
You’re someone who works well with internal teams, balancing team and customer’s success with company needs and opportunities
Enable Global Inc provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws. Enable complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Enable expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, national origin, age, genetic information, disability or veteran status.

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